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CUSTOMER SERVICE REPRESENTATIVE 2 - job 1 of 2

533122
PHOENIX
INDUSTRIAL COMMISSION
Full-time

INDUSTRIAL COMMISSION

Are you ready to work for an exceptional state agency that works to protect the life, health, safety, and welfare of the employees in the State of Arizona? Apply with us! The Industrial Commission of Arizona (ICA) is committed to the highest standards of compliance, demonstrating leadership in all areas, and teaching and working with employers and employees to make them successful. A thriving workforce in Arizona is what we strive for and work towards each day.

CUSTOMER SERVICE REPRESENTATIVE 2

Job Location:

Address: Claims Division/File Room Section

800 W. Washington Street, Phoenix, AZ 85007

Posting Details:

Salary: $15.40

Grade: 15

Closing Date: Open Until Filled

Job Summary:

This position performs a customer service and Custodian of Records role in the administrative team of the Claims Division. This role completes various tasks related to maintaining and providing access to claims records. This may include, but not limited to, verifying and approving requests on the Industrial Commission of Arizona Community online Community portal.

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

Job Duties:

Essential Duties and Responsibilities include but are not limited to:

● This position verifies and approves access for customers to the ICA Community Portal and contacts the customer for additional information, ensuring final decision protects the privacy of the party’s sensitive information.

● Provides email or phone support to customers and reports technical issues to MIS division.

● As the Custodian of Records, they are responsible for receiving, handling, and monitoring the complete processing of subpoenas with a certified claims request for Court of Appeals files, public records requests and other claims records requests.

● Performs complete research updates of the Claims Division official record or historical archive of microfiche.

● Create invoice and provide copies by paper or burn files to CD as requested.

● Completes accurate and timely input of information obtained from various documents such as Workers & Physicians Report of Injury and/or Workers Report of Injury, Notices, Findings and Awards/Orders, Correspondence and translate information into industry approved coding.

● Processes daily outgoing mail and monitors outgoing mail through electronic fax system and physical mail on a Pitney Bowes machine.

● Conduct cross-divisional problem solving with vendor maintenance, Management Information Services and Special Services entry.

Knowledge, Skills & Abilities (KSAs):

Knowledge in

● Knowledge of imaging and view center

● systems, microfilm/microfiche filing system,

● automated closed file storage system,

● microfilm/microfiche equipment operation.

● Basic Computer Navigation

● Basic Medical terminology.

● Basic Microsoft Office Suite; Word, Excel, and Google Suite; Gmail, Calendar, Meet

● Identification of applicable document types.

● Office policies and procedures.

● Document priorities, schedules, and deadlines.

● Basic English

● Basic Mathematics

Skills in

● In communicating verbally and in writing to resolve disputes with interested parties.

● Skills in utilizing View Center/Salesforce to assign and complete tasks.

● Basic critical thinking skills

● Computer

● Time Management

● Initiative and attention to detail

● Customer service

● Organizational and planning skills

● Responsible for high quality, nearly error-free output.

● Expert-level analysis of requests for insurance, medical and legal documents.

● Review and interpret laws, rules, procedures, and court decisions.

● Strong critical thinking skills

● Skilled in researching and retrieving information.

Ability to

● Ability to acquire and use the computer skills required for the position.

● Manage heavy workload with high level of accuracy and production.

● Learn computer systems and applications.

● Work well within a diverse and inclusive office environment.

● Timely process documents within established productivity standards and prioritizes work within established time frames.

● Manage time effectively and meet deadlines.

● Manage heavy workload with high level of accuracy and production.

● Learn computer systems and applications.

● Adapt to changing circumstances.

● Demonstrate initiative and attention to detail.

● Exercise discretion and judgment.

● Works well under pressure

● Ability to perform job responsibilities incorporating lean management and principles of the Arizona Management System.

● Ability to operate imaging and view center systems, microfilm/microfiche equipment, and automated closed file storage system to locate, retrieve, reproduce, and file claims records

Selective Preference(s):

The ideal candidate for this position will have:

Prior Customer Service Experience.

Pre-Employment Requirements:

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.

All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

Benefits:

The Arizona Department of Administration offers a comprehensive benefits package to include:

Sick leave

Vacation with 10 paid holidays per year

Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).

Health and dental insurance

Retirement plan

Life insurance and long-term disability insurance

Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

Learn more about the Paid Parental Leave pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Retirement:

You will be eligible to participate in the state employee health/disability insurance plan, and you are required to participate in the Arizona State Retirement System (ASRS). ASRS participation may begin immediately or upon your 27th week of employment. Contributions are matched by the employer.